Manager Research And Voice Of Customer Programs

Summary

The Manager, Research and Voice of Customer Programs leads customer research initiatives and programs to capture customer feedback and insights that inform product and experience decisions. This role partners with cross functional teams to design studies, analyze results, and drive action based on customer voice. The manager oversees program strategy, execution, and reporting to enhance customer understanding.

Responsibilities

• Develop and manage voice of customer programs to capture qualitative and quantitative feedback
• Design research studies including surveys, interviews, and usability tests
• Analyze data and synthesize insights into actionable recommendations
• Present findings and reports to stakeholders and leadership
• Collaborate with product, marketing, and customer experience teams to drive changes
• Maintain research repositories and dashboards to track trends and metrics
• Manage external research vendors and partners as needed

Requirements

• Bachelor's degree in related field or equivalent experience
• Minimum 4 years of relevant research or voice of customer experience
• Proven experience with qualitative and quantitative research methods
• Strong analytical and communication skills with stakeholder management experience
• Experience with survey tools, analytics platforms, and research recruitment
• Ability to translate insights into strategic recommendations